AccountId: 011433970860
ContactId: 28e37c1f-b9c1-4dac-848c-05009e8c969a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99379 ms
Total Talk Time (AGENT): 43562 ms
Total Talk Time (CUSTOMER): 45965 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/28e37c1f-b9c1-4dac-848c-05009e8c969a_20250515T17:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from George.
[CUSTOMER][NEUTRAL] Georgetown Hospital in [PII]. I'm calling to verify coverage for a patient that's being seen here.
[AGENT][POSITIVE] OK, I can help you with the benefits and eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and the members um policy number.
[CUSTOMER][NEUTRAL] The member's policy number is 02571993 and her name is [PII].
[AGENT][NEUTRAL] Thank you, hold on.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And I have her here. And can you verify her date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active, it's been effective since [PII]. And what type of benefits did you want to um go over today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, I was just calling to see that she has the benefits, that's all.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And what's your name again?
[AGENT][NEUTRAL] My name is [PII] and the first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you, and I appreciate your help.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.